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Hi, I'm looking at the possibility of getting a refund. Currently my account is over 800.00 in credit and I have a standing order in place for 175.00pm. However the value of the refund maximum is only 269.00. Can any one please help with the reason/maths please? Everything I've found talks about the fact you must have at least enough in the account to cover 1 months dd and that the most refund you can ask for is 500.00.

Thanks

The rules are pretty clearly laid out, but you will notice two clauses that are probably hindering your efforts to get a refund:

  • “We recommend keeping at least 3 months’ worth of Direct Debit payments as credit.”
  • “If you request a refund online, sometimes we need to confirm this over the phone to make sure you have the details of how it’ll affect your energy account.”

The figure you quote is presumably your current credit balance less the recommended three months’ Direct Debits. If you’d like to take more than this, you’ll have to speak to a support agent. If you’re on a fixed-rate tariff, you’ll have to leave an amount equal to one month’s DD in the account. 

 

Hey ​@Linzi Cooper,

 

Welcome to the community! 

 

​@Firedog's advice is spot on. The refund amount and process determine the next steps. For refunds exceeding £599, Support Agents will review billing accuracy and may request a meter photo. Below are helpful articles detailing our refund process. Contact our support team here for further assistance.

 

 

Hopefully this helps! 

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